All staff really enjoyed the training given, it was at the correct level and they are all becoming more involved; there is a reduction in customer complaints due to the training making all staff aware of our customer needs and possible perception. Overall our staff are more involved, while understanding their roles and what impact they can have on the business in general.This was achieved by improving listening skills and involving our people in finding simple solutions, which will allow them to be more professional.The course had been developed in such a way that it made learning new skills interesting. The course presenter was on a different level to our own presenters and was good to see how things can be achieved.

How has the training helped these individuals?

All staff want more training as a result of the quality of the course; it has made staff aware of their own behaviours and how it can affect our customers - this includes body language and making a good first impression etc. Also they are now able to realise how their performance may have needed to be improved in some areas; the staff are now looking to develop their customer knowledge for further improvements.

Your experience of dealing with SWA

My personal dealings with SWA were very good as they could not do enough to make my experience a good one. There will be more contact with Royal Mail in the very near future as other areas in the business are very interested the work we have been doing.

"Dealing with SWA has been a real pleasure, because they always talk to you in solution mode, convey real enthusiasm for embedding great customer service, and are willing to audit whats happening on the ground before tailoring solutions to fit the organisation."